Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Steve D the proprietor, took 2 chairs to be repaired and restored, some time last spring and has not returned them. I spoke to him once some months ago and he remembered, fixing one but couldn't remember what the other chair was. Subsequent phone calls from me and from my daughter have not been returned. I do not have any paperwork because he had restored a desk very nicely, so I did not think I needed proof.

  Business Response

  Date: 04/11/2023

  Thank you for contacting us. This entire issue has completely been resolved over 2 months ago as explained to you on phone weeks ago.This client is an existing repeat customer who is extremely happy with the quality of work we always do. We dropped off a piece of furniture  that was completely restored and were paid in full. The client was completely happy. When we were leaving we were asked if we could fix a chair and give an estimate price. We were also asked about a second chair and were told to just take the chair. I did not have a invoice book with me so I just made notes as to what we were going to do.. This whole job , like many others was during covid and we became extremely backed up. Everyone wanted things fixed and no one came to work full time. All clients were told we are backed up and swamped with work. The thumb nail chair was completed in 3 months and when we called to set an appointment for delivery, we were asked about the second chair. I didn't remember a 2nd chair and thats what I told the customer. There was no invoice record in a book because when we delivered the other piece of furniture we didn't bring a new invoice book with us. We didn't know the client had more work she wanted us to do. I looked in storage and located her chair and called her back. I thought she gave us that chair ,,,,so it was put in storage , on a shelf in the shop.I asked what she wanted us to do on the chair, she said , do your thing, make it look wonderful. The chair had a rush seat and milk paint on it. Furniture stripper wouldn't cut through the milk paint , so the entire chair had to be hand scraped and than sanded, stained, several coats of shellac, rubbed out and finally waxed & polished. This took us about 5 months to do.... we had like 40 jobs in the shop to work on.The job was completed and the customer completely happy. Between covid, the answering machine not working sometimes,and being out of the shop, communication broke down.I do belive the client had called the shop ... no one got back to them, so she became concerned. Had she realized the second chair was almost done , she never would have made a complaint. The second chair was done....3 days later we contacted the customer to set a delivery date and after we delivered it , we found out she complained just 1 day before we called her for delivery.